Management of agent sessions for omnichannel predictive outbound

A method, comprising:

• accessing, by a processor with access to a network interface and a data storage, a first record maintained in the data storage comprising a connection address for each of a plurality of media type-specific connections for an agent endpoint;
• accessing a second record maintained in the data storage comprising a customer address for each of the plurality of media type-specific connections establishing an agent half-connection, the agent half-connection being a connection between the agent endpoint and the processor utilizing each of the plurality of media type-specific connections;
• initiating a customer half-connection via initiating contact with a customer device utilizing the customer address for one of the plurality of media type-specific connections;
• upon establishing the customer half-connection for one of the plurality of media-specific connections, joining the agent half-connection with the customer half-connection comprising the one of the plurality of media type-specific connections;
• and
• upon joining the agent half-connection with the customer half-connection, joining the agent half-connection with the customer half-connection comprising another one of the plurality of media type-specific connections different from the one of the plurality of media type-specific connections.

A system, comprising:

• a network interface;
• a data storage;
• a processor, having access to the data storage and network interface;
• and
• the processor:
• accesses a first record maintained in the data storage comprising a connection address for each of a plurality of media type-specific connections for an agent endpoint;
• accesses a second record maintained in the data storage comprising a customer address for each of the plurality of media type-specific connections
• establishes, via the network interface, an agent half-connection, the agent half-connection being a connection between the agent endpoint and the processor utilizing each of the plurality of media type-specific connections;
• maintaining, the agent half-connection, via a persistent connection with a media service, between the agent endpoint and the processor for each of the plurality of media type-specific connections;
• initiating, via the network interface, a customer half-connection via initiating contact with a customer device utilizing the customer address for one of the plurality of media type-specific connections;
• upon establishing the customer half-connection for one of the plurality of media-specific connections, joining the agent half-connection, via the persistent connection, with the customer half-connection comprising the one of the plurality of media type-specific connections;
• and
• upon joining the agent half-connection with the customer half-connection, joining the agent half-connection with the customer half-connection comprising another one of the plurality of media type-specific connections different from the one of the plurality of media type-specific connections.